THOMAS WILLIAMS
Harrisburg,PA
Summary
Accomplished Customer Service Representative with a proven track record at PHEAA and Cingular Wireless, now AT&T, excelling in complaint resolution and customer satisfaction enhancement. Skilled in data entry and adept at managing high-stress situations, significantly reducing customer complaints. Expert in payment processing and fostering loyalty through empathetic service. I also did military processing, which was not allowed any errors due to following federal laws. I am looking to focus more on the data entry and processing side of my employment rather than the customer service history.
Overview
18
18
years of professional experience
Work History
Tier 2 Customer Service Representative
PHEAA
03.2009 - 12.2024
- Utilized problem-solving skills to address customer complaints.
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
- Contributed to a reduction in overall customer complaints by consistently delivering high-quality support interactions.
- Processed different requests for student loans, such as Cosigner release requests, late fee reviews, repayment schedule changes, bill recipient changes, applying deferments and forbearances.
- Worked on special projects for other departments, including the guarantor internal relations department, the credit department, and records management team.
- Assisted in training new hires, ensuring they were well-equipped to meet company standards in customer service excellence.
- Trained in Gramm-Leach Bliley Act (GLBA), Lending Equal Credit Opportunity Act (ECOA), Unfair, Deceptive,and Abuse act and Practices (UDAAP), Fair Debt Collection Practices Act (FDCPA), Electronic Fund Transfer Act (EFTA) and several other courses.
Customer Service Representative
Cingular Wireless, AT&T
02.2007 - 03.2009
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
No Degree -
Harrisburg Area Community College
Harrisburg, PAHigh School Diploma -
Newport Jr/Sr High School
Newport, PA05-1990
Skills
- Data entry proficiency
- Complaint handling
- Payment processing
- Customer service expert
Timeline
Tier 2 Customer Service Representative
PHEAA
03.2009 - 12.2024
Customer Service Representative
Cingular Wireless, AT&T
02.2007 - 03.2009
No Degree -
Harrisburg Area Community College
High School Diploma -
Newport Jr/Sr High School
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